Service Coordinator Associate

4 weeks ago


Minneapolis, Minnesota, United States Horwitz Full time
Job Overview

The Service Coordinator Associate plays a pivotal role in fostering strong, professional relationships with customers seeking service, directly impacting customer satisfaction. This role supports our Service Coordinators, handling incoming service requests from Horwitz customers via phone, email, and website. Additionally, it manages scheduling updates from over 50 Field Technicians as they complete their assigned tasks. This position aligns with Horwitz's core values: Safety, Accountability, Professionalism, Motivation, a Can-Do attitude, and Curiosity.

Key Responsibilities
  • Respond to service requests received via phone, email, and website inquiries, addressing each situation with tact, diplomacy, and empathy
  • Accurately document all service requests with the necessary details to ensure a smooth hand-off to the Service Coordinator team
  • Collaborate with the Service Coordinator team to triage incoming requests and prioritize Service Agreement customers
  • Verify that accurate customer and payment information is recorded to facilitate seamless scheduling and billing processes
  • Update the technician scheduling system as needed, incorporating end-of-day feedback from technicians
  • Forward repair and replacement requests to the appropriate Sales resource
  • Perform other duties as assigned
  • Continuously seek opportunities for professional growth
Requirements
  • Must be able to effectively manage a steady volume of incoming calls each day
  • Commitment to and collaboration with the team
  • Excellent communication skills
  • Must be comfortable in a fast-paced work environment
  • Excellent organizational skills
  • Proficient skills with MS Office suite (Word, Excel, Outlook, etc.)
  • Fluent English (speaking and writing)
  • Ability to work 7am – 4pm M-F, in-office schedule
Education and Experience
  • High School Diploma or GED
  • Prior experience in a customer service role
  • Prior experience/knowledge in the HVAC, Plumbing, Electrical trades is a plus
  • Dispatch/business management software experience desired, but not required
Physical Requirements

Prolonged periods of viewing a computer screen
Frequent use of keyboard and computer mouse



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